Transforming Customer Complaints into Opportunities

Course Information

A complaint doesn’t have to be a negative experience. There are two aspects of complaints: the emotional and the logical/rational. Resolving complaints requires dealing with both. By clarifying complaints, lowering anxiety for both parties, using practical guidelines, and applying a process that deals with both the emotional and rational factors, participants can build stronger customer relationships.

This 3-hour Live Online workshop provides useful strategies and guidelines for successfully resolving customer complaints. Using the Restore and Retain Equation can help turn a complaint into an opportunity to create a loyal customer. Cross and up selling opportunities can result from a well-handled complaint. Finally, examining root causes of your common complaints can help you find ways to reduce or eliminate them. By effectively resolving complaints you can reduce stress, build relationships, and improve customer loyalty and retention.